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Customer perceptions are dynamic. First of all, with the developing relationship between
customer and company, his perceptions of the company and its products or services will
change. The more experience the customer accumulates, the more his perceptions will shift
from fact-based judgments to a more general meaning the whole relationship gains for
him.
Over time, he puts a stronger focus on the consequence of the product or service
consumption. Moreover, if the customers¶ circumstances change, their needs and
preferences often change too. In the external environment, the offerings of competitors,
with which a customer compares a product or service will change, thus altering his
perception of the best offer around. Another point is that the public opinion towards certain
issues can change. This effect can reach from fashion trends to the public expectation of
good corporate citizenship.
Shells intention to dump its Brent Spar platform into the ocean significantly altered many
customers perception of which company was worth buying fuel from. Research has been
donning on the impact of market share on the perceived quality of a product Depending on
the nature of the product and the customers¶ preferences, increasing market share can have
positive or negative effects on how the customer perceives the product.
In these days customer perception is very important .When compared to customer
perception of the insurance company to other insurance company. The customer
perception is showing the problems of company. One company to other company will be
show the difference of the customer services like high quality, low price, offering door
delivery service and sometimes company offering free demo class regarding some
electronic products.
That¶s why many people are attracted to private organization. Customer perception is an
important component of our relationship with our customers.
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Insurance sector in India is one of the booming sectors of the economy and is growing at
the rate of 15-20 per cent annum. Together with banking services, it contributes to about 7
per cent to the country's GDP. Insurance is a federal subject in India and Insurance
industry in India is governed by Insurance Act, 1938, the Life Insurance Corporation Act,
1956 and General Insurance Business (Nationalization) Act, 1972, Insurance Regulatory
and Development Authority (IRDA) Act, 1999 and other related Acts.

The origin of insurance in India can be traced back to 1818 with the establishment of the
Oriental Life Insurance Company in Calcutta. It was conceived as a means to provide for
English Widows.

In those days a higher premium was charged for Indian lives than the non- Indian lives as
Indian lives were considered riskier for coverage.

The Bombay Mutual Life Insurance Society that started its business in 1870 was the first
company to charge same premium for both Indian and non-Indian lives.
In 1912, insurance regulation formally began with the passing of Life Insurance
Companies Act and the Provident Fund Act.

By 1938, there were 176 insurance companies in India. But a number of frauds during
1920s and 1930s tainted the image of insurance industry in India. In 1938, the first
comprehensive legislation regarding insurance was introduced with the passing of
Insurance Act of 1938 that provided strict State Control over insurance business.

Insurance sector in India grew at a faster pace after independence. In 1956, Government of
India brought together 245 Indian and foreign insurers and provident societies under one
nationalized monopoly corporation and formed Life Insurance Corporation (LIC) by an
Act of Parliament, viz. LIC Act, 1956, with a capital contribution of Rs.5 crores.

The (non-life) insurance business/general insurance remained with the private sector
till1972. There were 107 private companies involved in the business of general operations
and their operations were restricted to organized trade and industry in large cities.
The General Insurance Business (Nationalization) Act, 1972 nationalized the general
insurance business in India with effect from January 1, 1973. The 107 private insurance
companies were amalgamated and grouped into four companies: National Insurance
Company, New India Assurance Company, Oriental Insurance Company and United India
Insurance Company.

These were subsidiaries of the General Insurance Company (GIC).

In 1993, the first step towards insurance sector reforms was initiated with the formation of
Malhotra Committee, headed by former Finance Secretary and RBI Governor R.N.
Malhotra.
The committee was formed to evaluate the Indian insurance industry and recommend its
future direction with the objective of complementing the reforms initiated in the financial
sector.

*cccc c

c

c Government stake in the insurance Companies to be brought down to 50%.

c Government should take over the holdings of GIC and its subsidiaries so that
these subsidiaries can act as independent corporations.

c All the insurance companies should be given greater freedom to operate.

 c

c Private Companies with a minimum paid up capital of Rs.1billion should be
allowed to enter the industry.

c No Company should deal in both Life and General Insurance through a single
Entity.

c Foreign companies may be allowed to enter the industry in collaboration with the
domestic companies.

c Postal Life Insurance should be allowed to operate in the rural market.

c Only one State Level Life Insurance Company should be allowed to operate in each
state.
!c

c The Insurance Act should be changed

c An Insurance Regulatory body should be set up.

c Controller of Insurance should be made independent.

‘"c

c Mandatory Investments of LIC Life Fund in government securities to be reduced
from 75% to 50%.

c GIC and its subsidiaries are not to hold more than 5% in any company.

c"c c

c Insurance companies must be encouraged to set up unit linked pension plans.

c Computerization of operations and updating of technology to be carried out in the
insurance industry.

Malhotra Committee also proposed setting up an independent regulatory body - The

Insurance Regulatory and Development Authority (IRDA) to provide greater autonomy to
insurance companies in order to improve their performance and enable them to act as
independent companies with economic motives.
Insurance sector in India was liberalized in March 2000 with the passage of the Insurance
Regulatory and Development Authority (IRDA) Bill, lifting all entry restrictions for
private players and allowing foreign players to enter the market with some limits on direct
foreign ownership.

There is a 26 percent equity cap for foreign partners in an insurance company. There is a
proposal to increase this limit to 49 percent. The opening up of the insurance sector has led
to rapid growth of the sector. Presently, there are 16 life insurance companies and 15 non-
life insurance companies in the market. The potential for growth of insurance industry in
India is immense as nearly 80 per cent of Indian population is without life insurance cover
while health insurance and non-life insurance continues to be well below international
standards.
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%&'(c)cNon life insurance debuts with triton insurance company

%&*( ± Bombay mutual life assurance society is the first Indian owned Life insurer
%+%,c- The Indian Life Assurance Companies Act enacted as the first statute to regulate the
life insurance business.
%+,&c - The Indian Insurance Companies Act enacted to enable the government to collect
statistical information about both life and non-life insurance businesses.
%+-&c - Earlier legislation consolidated and amended to by the Insurance Act with the
objective of protecting the interests of the insuring public.
%+'.c - 245 Indian and foreign insurers and provident societies taken over by the central
government and nationalized. LIC formed by an Act of Parliament, viz. LIC Act, 1956,
with a capital contribution of Rs. 5 crore from the Government of India.

ccc cccc!cc#cc‘c$c

The General insurance business in India, on the other hand, can trace its roots to the Triton
Insurance Company Ltd., the first general insurance company established in the year 1850
in Calcutta by the British.

%+(*c - The Indian Mercantile Insurance Ltd. set up, the first company to transact all
classes of general insurance business.
%+'*c- General Insurance Council, a wing of the Insurance Association of India, frames a
code of conduct for ensuring fair conduct and sound business practices.
%+.&c - The Insurance Act amended to regulate investments and set minimum solvency
margins and the Tariff Advisory Committee set up.
%+*,c - The General Insurance Business (Nationalization) Act, 1972 nationalized the
general insurance business in India with effect from 1st Jan.
%+*-/cInsurers amalgamated and grouped into four company¶s viz. the National Insurance
Company Ltd., the New India Assurance Company Ltd., the Oriental Insurance Company
Ltd. and the United India Insurance Company Ltd. GIC incorporated as a company.
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Our life is fraught with many risks, some known and some not so known. Most of the risks
lead us to financial losses. By availing insurance products and services we not only prepare
ourselves to fight off financial losses but also alleviate tension and stress. It can be said
that Insurance is instrumental in reducing risk factors. We pay premiums to an insurance
company and in return they assume responsibility to compensate for our monetary loss.

There are two broad categories of insurance policies including human life insurance and
general or non-life insurance. General Insurance provides us with coverage against
property damages, thefts, accidents, illness and such others.

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Most of the General Insurance Companies provide a wide range of insurance products and
services. Some of these can be classified as follows:

c Car Insurance

c Œome Insurance

c Travel Insurance

c Private Medical Insurance

c Illness Insurance

c Long-term care Insurance

c Accident Insurance

*ccc0c‘c

While buying a particular general insurance, you need to analyze certain angles to make
sure that it would cater to your requirements to its fullest capacity. These angles or key
factors are:

c A suitable product or service that matches your particular need

c Cost of the insurance product

c Flexibility of the product or services

c Terms and policies of the product

You need to know well what will happen if you fail to make a payment or want to drop the
service or switch it with any other. You must also be aware about the terms and policies of
the insurance to know when you can expect a pay-out or does it have any restriction.

cc0c‘c

On availing general insurance, you can fight off financial losses against your assets and
belongings. You can insure your as well as your family member's health by opting for
personal accident policies or medical insurance. These policies prove hugely beneficial in
case of sudden occurrence of any accidents.

0c‘c cc‘c

Triton Insurance Company of Calcutta was the first general insurance company in India to
establish its shop here. After this, many other companies forayed into the insurance sector
of India and came up with innovative general insurance or non-life insurance policies to
help customers reduce financial losses.

Some of the most trusted non-life insurance companies in India are:

c Birla Sun Life Insurance Company

c National Insurance Corporation

c Om Kotak Mahindra Life Insurance Company

c ING Vysya Life Insurance Co. Ltd

c Max Life Insurance Co. Ltd

c ŒDFC Standard Life Insurance

c Metlife Insurance

c Sahara India Life Insurance

c Cholamandalam MS General Insurance

c ICICI Lombard

c Tata AIG Insurance

c SBI Life Insurance
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National Insurance Company Limited was incorporated in 1906 with its registered office
in Kolkata. Consequent to passing of the General Insurance Business Nationalisation Act
in 1972, 21 Foreign and 11 Indian Companies were amalgamated with it and NIC became
a subsidiary of General Insurance Corporation of India (GIC) which is fully owned by the
Government of India. After the notification of the General Insurance Business
(Nationalisation) Amendment Act, on 7th August 2002, NIC has been de-linked from its
holding company GIC and presently operating as a Government of India undertaking.
National Insurance Company Ltd (NIC) is one of the leading public sector insurance
companies of India, carrying out non life insurance business. Œeadquartered in Kolkata,
NIC¶s network of about 1000 offices, manned by more than 16,000 skilled personnel, is
spread over the length and breadth of the country covering remote rural areas, townships
and metropolitan cities. NIC¶s foreign operations are carried out from its branch offices in
Nepal.
Befittingly, the product ranges, of more than 200 policies offered by NIC cater to the
diverse insurance requirements of its 14 million policyholders. Innovative and customized
policies ensure that even specialized insurance requirements are fully taken care of.

The paid-up share capital of the company is Rs.100 crores. Starting off with a premium
base of 500 million rupees (50 crores rupees) in 1974, NIC¶s gross direct premium income
has steadily grown to 4021.97 million rupees (4021.97 crores rupees ) in the financial year
2007-2008.

NIC transacts general insurance business of Fire, Marine and Miscellaneous insurance.
The Company offers protection against a wide range of risks to its customers. The
Company is privileged to cater its services to almost every sector or industry in the Indian
Economy viz.
Banking, Telecom, Aviation, Shipping, Information Technology, Power, Oil & Energy,
Agronomy, Plantations, Foreign Trade, Œealthcare, Tea, Automobile, Education,
Environment, Space Research etc.
National Insurance, as on May 2009, is the second largest non life insurer in India having a
large market presence in Northern and Eastern India.

The steady growth in premium income has been commensurately matched by profits over
the years. As of March 2008, NIC¶s general reserve stood at 1457.25 million rupees
(1457.25 crores rupees) with an asset value of 8867.99 million rupees (8867.99 crores
rupees) signaling strong financial fundamentals. No wonder than that NIC has been
accorded ³AAA/STABLE´ financial strength rating by CRISIL rating agency, which
reflects the highest financial strength to meet policyholders¶ obligations.
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NIC offers a wide range of products, catering to almost every sector of the society



c Motor Policy ± Two Wheelers

c Œouseholders Policy

c Personal Accident Policy

c Critical Illness Policy

c NRI Accident Policy

c Amartya Siksha Yojana Policy

c Rajrajeshwari Mahila Kalyan Yojana Policy

c Bhagyashree Child Welfare Policy

c Traffic Accident Policy

c Niwas Yojana Policy

c Baggage Policy

c Mediclaim Policy

c Motor Policy ± Private Car

c Professional Indemnity for Doctors

c Star National Swasthya Bima Policy

c PARIVAR ± Mediclaim for Family

c VIDYARTŒI-Mediclaim for Students

c UCO Medi + Care Bima Policy

c VARISTŒA Mediclaim for Senior Citizens

c BOI National Swasthya Bima

c Overseas Mediclaim

c Baroda Œealth Policy



c Cattle / Livestock Insurance

c Sheep and Goat Insurance

c Elephant Insurance

c Dog Insurance

c Brackish Water Prawn Insurance

c Silkworm ( Sericulture) Insurance

c Janata Personal Accident Insurance

c Œorticulture/Plantation Insurance

c Kisan Agriculture Pumpset Insurance

‘

c Erection All Risks Insurance ( EAR )

c Contractors All Risks Insurance (CAR)

c Machinery Insurance ( MI )

c Electronic Equipment Insurance ( EEI)

c Consequential Loss (Fire) Policy

c Standard Fire and Special Perils Policy

c Workmen Compensation Insurance

c Product Liability Insurance

c Public Liability Insurance



c Burglary (Business Premises) Policy

c Shopkeepers Policy

c Bankers Indemnity Policy

c Office Package Policy

c Glass Insurance

c Money Insurance

c Jewellers Block Policy

c Extended Warranty Policy

c Directors and Officers Liability Policy

c Fidelity Guarantee Policy

c Marine Cargo Insurance
c$

National Insurance Company Limited,

3 Middleton Street
Kolkata ± 700071
India.
Tel: +91-33-22831705/22831706
Fax: +91-33-22831740
List of branch offices
http://www.nationalinsuranceindia.com/

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c The fastest growing Non-life Insurance Company in India

c The second largest Non-life Insurance Company in India

c Internationally recognized as one of the top 5 General Insurance Companies in the
Asia Pacific.


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c Establishing Connectivity among 1000 offices within the country

c Facility to get Policy through NET soon

c Tie-ups with leading Banks, Corporate Sectors, State Governments

c Conciliatory Fora for facilitating quick settlement of Motor Third Party claims,
Compromise settlement, Lok Adalat and Jald Rahat Yojana.

c Monal Advisory Committees set up to maintain progress.

c May I help you counters set up at Œead Office and all Regional Offices.

c Citizens Charter Commitments being implemented by all offices.


c 4 


c More than 200 products available to cater to the needs of various sectors of the
economy.

c Continuous product development to meet emerging needs of society and industry.

c R&D cell set up at Œead Office for distinctive product innovation relevant to
indigenous conditions and rural masses.

c New covers launched: PARIVAR ± Mediclaim for Family, VIDYARTŒI-
Mediclaim for Students, UCO Medi + Care Bima Policy, Star National Swasthya
Bima Policy, VARISTŒA Mediclaim for Senior Citizens.

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c As a major strategic initiative, National Insurance Company has tied up with
commercial banks, Non Banking Financial Institutions, Automobile Manufacturers,
NGOs and State Governments for marketing of its Insurance services.

c Marketing (I) Department as been established at Œead Office to provide the
required thrust and direction to the business. Strategic Alliances Departments have
been created at the Regional and Operating levels to exclusively cater to the Tie-
Ups. The RO strategic Alliances coordinator has the overall responsibility of
servicing the tie-ups in the Region. The total business from all alliances is budgeted
to grow at the rate of 36% to Rs.1070 core in 2006-07 and concerted efforts are
being made in this direction.

c National Insurance Company Limited ranks among the top GLOBAL BUSINESS
INSURERS.

c NIC has been awarded the ]hhh 
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‘‘ . It reflects the highest financial strength to meet policyholders¶
obligations.

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This chapter aims to understand the research methodology establishing a framework of

evaluation and revaluation of primary and secondary research. The techniques and
concepts used during primary research in order to arrive at findings; which are also dealt
with and lead to a logical deduction towards the analysis and results.
c

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Research can be defined as a scientific and systematic search for pertinent information on
a specific topic. In fact, research is an art of scientific investigation. The Advanced
Learner¶s Dictionary of Current English lays down the meaning of research as ³a careful
investigation or inquiry specially through search for new facts in any branch of
knowledge.´ Redman and Mory define research as a ³systematized effort to gain new
knowledge.´
c

Research is an academic activity and as such the term should be used in a technical sense.
According to Clifford Woody, ³research comprises defining and redefining problems,
formulating hypothesis or suggested solutions; collecting, organising and evaluating data;
making deductions and reaching conclusions; and at last carefully testing the conclusions
to determine whether they fit the formulating hypothesis.´ Research is, thus, an original
contribution to the existing stock of knowledge making for its advancement. It is the
pursuit of truth with the help of study, observation, comparison and experiment. In short,
the search for knowledge through objective and systematic method of finding solution to a
problem is research.
c

7 
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c

The purpose of research is to discover answers to questions through the application of

scientific procedures. The main aim of research is to find out the truth which is hidden and
which has not been discovered as yet. Though each research study has its own specific
purpose, we may think of research objectives as falling into a number of following broad
groupings:
c
 %8c To gain familiarity with a phenomenon or to achieve new insights into it (studies
with this object in view are termed as exploratory or formulative research studies);
,8c To portray accurately the characteristics of a particular individual, situation or a
group (studies with this object in view are known as descriptive research studies);
-8c To determine the frequency with which something occurs or with which it is
associated with something else (studies with this object in view are known as
diagnostic research studies);
Î8c To test a hypothesis of a causal relationship between variables (such studies are
known as hypothesis-testing research studies).c
c

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³All progress is born of inquiry. Doubt is often better than overconfidence, for it leads to
inquiry, and inquiry leads to invention´ is a famous Œudson Maxim in context of which
the significance of research can well be understood. Increased amounts of research make
progress possible. Research inculcates scientific and inductive thinking and it promotes the
development of logical habits of thinking and organisation.
c

The research has its role in several fields of applied economics, whether related to business
or to the economy as a whole. It has its special significance in solving various operational
and planning problems of business and industry. Operations research and market research,
along with motivational research, are considered crucial and their results assist, in more
than one way, in taking business decisions.
c

Research is equally important for social scientists in studying social relationships and in
seeking answers to various social problems. It helps to develop a body of principles that
make possible the understanding and prediction of the whole range of human interactions.
Because of this social orientation, it is increasingly being looked to for practical guidance
in solving immediate problems of human relations.
c

Thus, research is the fountain of knowledge for the sake of knowledge and an important
source of providing guidelines for solving different business, governmental and social
problems. It is a sort of formal training which enables one to understand the new
developments in one¶s field in a better way.
7 
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The study has been conducted with a defined set of objectives for the accomplishment of
the summer training project. These objectives are:
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c To find out the customer¶s reason towards investment in General insurance
policies.
c#9"c

c To study the working of Insurance Industry in India and the financial advisors in
the Insurance Industry.c

c To identify major attributes which effects the decision making process of purchase
of general insurance policies.c

c To identify major market players offering general insurance policies.c
c
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c

Research methodology is a careful investigation for inquiring in a systematic method and

finding solution of a problem. It comprises the defining and redefining of problem
formulating hypothesis, collection and evaluating data, making detection and reaching
conclusion. This research consists of following element.

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A research design is a framework or blueprint for conducting the marketing research

project. It details the procedure necessary for obtaining the required information, and its
purpose is to design a study that will test the hypotheses of interest, determine possible
answers to the research questions, and provide the information needed for decision
making. The research design is of three types, namely: Exploratory Research
(Quantitative), Descriptive Research and Causal Research (Qualitative).

The project focuses on Exploratory and Descriptive Research to conduct the evaluation of
the Customer perception towards the organisation.
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The data used to conduct this research has been collected both from primary as well as
secondary sources. The data from primary sources is known primary data and from
secondary sources is known as secondary data.

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Primary data are those, which are collected for the first time. Primary data is collected by
framing questionnaires. The questionnaire contained questions, which are both open ended
and closed-ended. Open-ended questions are questions requiring answers in the
responder¶s own words. Closed-ended questions are those wherein the respondent has to
merely check the appropriate answer from a list of options available. Any doubts raised by
the respondents were clarified to get the perfect answers from the distributors. Open ended
questions yielded more insightful information, whereas closed-Ended questions were
relatively simple to tabulate and analyze.
c

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Information compiled inside or outside the organization for some purpose other than the
current investigation researching information, which has already been published is known
as secondary data. Sources to secondary data include census reports, trade publications,
and subscription services. There are two types of secondary data: internal and external
secondary data.
c

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The process of drawing a sample from a large population is called sampling. Population
refers to the total of items about which information is defined. Well-selected samples may
reflect fairly and accurately the characteristics of the population.
 !c$c
The sample unit of this survey was the customers of NIC.co.ltd (Moti Nagar)
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The study targeted randomly the 40 customers of the organisation.
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Convenience sampling
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Data collection took place with the help of filling of questionnaires. The questionnaire
method has come to the more widely used and economical means of data collection. The
common factor in all varieties of the questionnaire method is this reliance on verbal
responses to questions, written or oral. Moreover, a questionnaire personally administers
the respondent.

The first hand information was collected by making the people fill the questionnaires. The
primary data was collected by directly interacting with the employees of the organisation.
The data was collected by randomly interacting with 100 employees who filled in the
questionnaires and provided the required information.

There are two types of data collection method use in my project work report.

-
cc

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For my project, I decided on c c c c for observing customer
perception towards insurance and approaching customers directly in the field, comparing
and references to know their preference on insurance policies for my project through
questionnaire.

I decided on ccccwas used by referring to various websites,

books, magazines, journals and daily newspapers for collection information regarding
project under study

In my project, I decided ccc cbecause my study nature does

not permit to apply observational method. In survey approach .I selected a questionnaire
method for taking a customer view because it is feasible from the point of view of my
subject & survey purpose. I conducted 40csample of survey in my project.
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Option Number of respondent Percentage
0-1 20 50%
2-3 10 25%
4-5 7 17.5%
5 and above 3 7.5%

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Figure 1 show that among 40 respondents, 50% are having 0-1 policies, 25% are having 2-
3 policies, 17.5% are having 4-5 policies and 7.5% are having 5 or more policies. So,
major respondents are 0-1 policy holder.

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Option Number of respondent Percentage

Tax saving instrument 12 30%
As a necessity for safety 10 25%
and security goods.
Both of above 15 37.5%
As a safety for loan 3 7.5%
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Figure 2 shows that among 40 respondents, 12 i.e. (30%) consider insurance as tax
Saving, as a necessity for safety and security goods, 10 i.e. (25%) consider it as for safety
for a loan and 15 i.e. (37.5%) consider both the above option and 3 i.e. (7.5%) consider it
as a safety for loan safety and security. So, most of the respondents consider it both as tax
saving instrument and as necessity of for safety and security of goods as rationale behind
holding a life insurance policy.

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Option Number of respondent Percentage

Personal line insurance 15 37.5%
Rural insurance 12 30%
Industrial risk 5 12.5%
Commercial risk 8 20%
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 Ô 




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Figure 3 shows that among 40 respondents most preferred general insurance policy is
Personal line insurance.
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Option Number of respondents Percentage
Less than 5% 7 17.5%
5-8% 22 55%
8-11% 9 22.5%
11% and above 2 5%

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Figure 4 shows that among 40 respondents, 5% preferred a return of 11% and above,
22.5% liked to have a return of 8-11% while 55% and 17.5% respondents preferred it to be
5-8% and less than 5% respectively. So, most preferred return from the investment in the
general insurance policies is 5-8%.
c
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Option Number of respondents Percentage
20-30 4 10%
30-40 21 52.5%
40-50 10 25
50&above 5 12.5%

Ñ



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Figure 5, shows that among 40 respondents, 52.5% respondents are of the age group 30-40
years while 25% and 12.5% of respondents are of age group 40-50 and 50-60 years
respectively and only 10% belong to age group 20-30 years. So, maximum number of
respondents belongs to age group 30-40 years.

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Option Number of respondents Percentage

Less than 2lacs 6 15%
2-5lacs 25 62.5%
5-8lacs 7 17.5%
8lacs&above 2 5%

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Figure 6 shows that among 40 respondents, 62.52% belong to income group of 5-8 lacs
while 17.5% and 15% respondents are from income group 3-5 lacs and less than 3 lacs
resp. and only 5% respondents belong to income group 8 lacs and above. So, maximum
no. of respondents belongs to income group of 5-8 lacs

c cccc cc$c

Option Number of respondents Percentage

Less than 50000 13 32.5%
50000-1lacs 22 55%
1-1.5lacs 4 10%
1.5&above 1 2.5%

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Figure 7 shows that among 40 respondents sum total of amount of insurance policy
premium of 55% policy holders is between 50,000-1 lac while for 2.5% and 10% policy
holders sum total of amount of insurance policy premium is 1.5 lacs and more and between
1 lac-1.5 lacs resp. and only 32.5% policy holders sum total of amount of insurance policy
premium is less than 50,000. So, maximum no. of policy holders are having sum total of
amount of insurance policy premium as 50,000-1 lac.

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Option Number of respondent Percentage

Family 10 25%
Friends 15 38%
Advisor 6 15%
Others 9 22%
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Figure -8 shows that among 40 respondents 25% respondents have taken life insurance
policies by the recommendation of family, 38% have taken by the recommendation of
friends, 15% & 22% by the recommendation of advisor &others, so maximum no. of
general insurance policies is recommended by friends.

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Option Numbers of respondents Percentage

Agent 20 50%
Online 9 23%
Self 5 12.5%
Others 6 14.5%

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Figure-9 shows that among 40 respondents, 50% respondents have taken life insurance
policies through agent, 23 % have taken through online, 12.5% & 14.5% have taken
through self & other means. So, maximum no. of respondents have taken through agent.
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Option Number of respondent Percentage

Yes, it¶s very good 4 10%
Ok, it¶s just another 16 40%
govt.co
No, it¶s not good, but ok 19 47.5%
Not at all, it¶s very poor 1 2.5%

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A figure-10 show that among 40 respondents, 47.5% respondents thinks that it¶s ok, but
not good, 40% thinks that it¶s just another govt.co and 10% & 2.5% thinks that yes, it¶s
good and very poor respectively. So maximum number of respondents thinks that the
services of NIC are not so good.
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Option Number of respondents percentage

Yes 12 30%
No 20 50%
Not at all 5 12.5%
Very poor 3 7.5%

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A figure-11 show that among 40 respondents, 50% respondents are not satisfied with
attitude and working of employees of the NIC, but 30% says that they are satisfied and
12% & 8.5% thinks not at all and very poor respectively.
So maximum number of respondents are not satisfied with the attitude and working of the
employees of the NIC.
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c The buying of general insurance policies is dependent on income.

c There is no impact of age on the rationale behind holding life insurance policy.

c Personal line insurance policy is preferred the most.

c Among 40 respondents maximum no. of policy holders are having sum total of
amount of insurance policy premium as 50,000-1 lac.

c Among 40 respondents maximum no. of respondents belongs to income group of
5-8 lacs.

c Most of the general insurance policies is recommended by the family of
respondents.

c Among 40 respondents maximum number of respondents belongs to age group 30-
40 years.

c Among 40 respondents most of the respondents consider insurance both as tax
saving instrument and as necessity of life for safety and security as rationale behind
holding a insurance policy.

c Among 40 respondents most preferred return from the investment in the general
insurance policies is 8-5% and above.

c Most of the respondents have taken life insurance policies through agents.

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c General insurance companies should be more reliable and stable towards their
investors by providing better facilities.

c General insurance companies should give emphasis on their after-sale-service.

c The promotional activities of insurance companies should be good.

c General insurance companies should provide the necessary information and the
importance of general insurance to the customers.

c They should adopt better marketing techniques to increase awareness among the
customers.

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Some of the difficulties and limitations faced by me during my research work, which are
as follows:

c Lack of awareness among the people

c Lack of awareness about the earning opportunity in the Insurance sector

c The sample size chosen for the questionnaire was only 40 and that may not
represent the true picture of the consumer perception about the General Insurance
sector.

c Many people do not agree to fill the questionnaire because of lack of time
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I have come to know about the customer perception about the insurance sector and how it
varies with their age group and income.

c The buying of general insurance policies is dependent on income.

c There is no impact of age on the rationale behind holding general insurance policy.

c Personal line insurance policy is preferred the most.

c All the insurance company must advertise more in the market because not all
people know more about general insurance policy.

c Most number of people wants guaranteed returns so company must focus on this
for the customer investment.

c People should not be afraid to invest money in insurance and must use it as an
effective tool for tax planning and long term.
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%8c PŒILIP KOTLER (2001) µMarketing Management¶, Prentice Œall Pvt. Ltd., New
Delhi, Millennium edition.
,8c KOTŒARI C.R. (1999) µResearch Methodology¶, Wishwa Prakashan, New Delhi,
2nd edition.
-8c LEON G. SCŒFFMAN and LESLIE LAMAR KANUK (2007) µConsumer
Behaviour¶, Prentice Œall Pvt. Ltd., New Delhi, 9th edition.
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c http://www.google.co.in/#hl=en&biw=1345&bih=561&q=company+profile+of+na
tional+insurance+corporation+of+india&aq=f&aqi=&aql=&oq=&gs_rfai=&fp=c0
5e196b84880929

c http://www.nationalinsuranceindia.com/nicWeb/nic/achievements.jsp

c http://www.google.co.in/#q=company+providing+general+insurance+in+india&hl
=en&biw=1345&bih=561&sa=2&fp=c05e196b84880929

c http://business.mapsofindia.com/insurance/general-insurance-india.html

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Dear respondents,
I am a student of hhh7hc h0h c ‘ 
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some of your time to fill this questionnaire. The responses would be kept strictly
confidential & use to data analysis.

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c 20-30

c 30-40

c 40-50

c 50&above

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c ƒ2lacs

c 2-5lacs

c 5-8lacs

c 8&above

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c 0-1

c 2-3

c 4-5

c 5& above

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c As a tax instrument.

c As a necessity for safety and security goods.

c Both of the above.

c As a safety for loan.
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c Less than 5%

c 3-5%

c 8-11%

c 11%&above

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c Personal line insurance

c Rural insurance

c Industrial risk

c Commercial risk

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c Less than 50,000

c 50,000-1lacs

c 1-1.5lacs

c 1.5&above

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c Agent

c Online

c Self

c Others

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c Family

c Friends

c Adviser

c Others

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%8cICICI Lombard
General Insurance
Co. Ltd.
,8 United India
Insurance Co. Ltd
-8 The Oriental
Insurance Co. Ltd.
Î8 TATA AIG
General Insurance
Co. Ltd.
'8 Bajaj Allianz
General Insurance
Co. Ltd.
.8 Reliance General
Insurance Co. Ltd.
*8 National
Insurance Co. Ltd.
&8 Others

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c Yes, it¶s very goodc

c Ok, it¶s just another govt. corporationc

c No, it¶s not good, but okc

c Not at all, it¶s very poorc
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c Yes

c No

c Not at all

c Very poor
c

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c Name - _______________________________________________

c Address - _______________________________________________

_______________________________________________

c Phone no. - _______________________________________________

c E-mail Id - _______________________________________________